I recently found myself in a familiar yet frustrating scenario: trying to get a response from company regarding a dispute. After multiple unanswered emails and unresolved issues, I decided to approach the situation differently.
Instead of stewing in frustration, I turned to Gemini, the AI assistant built into Gmail, and asked it to help me analyze the entire email thread. What I got back was incredibly helpful.
Gemini reviewed the emails and provided an objective overview—what had been said, what hadn’t, and where responsibility may lie based on the content. It was like having a neutral third party with perfect memory and zero emotional bias. It made it easy for me to write a calm, professional, and accurate message to the management firm, complete with specific references to previous conversations and missed follow-ups.
I can see from my email tracking that it’s been looked at several times. I’m sure it’s difficult as some of the issues date back to 2022 and they’ve handled thousands of inquiries since. That’s when it hit me: why isn’t this company using AI like this to improve their own customer service? This is the perfect use case for the smart implementation of AI in an organization.
A Missed Opportunity for Smart Service
Imagine if this property management firm had an AI-powered customer service system in place—one trained on their internal policies, customer service standards, legal regulations, and FAQs. It could do things like:
- Scan all inbound communication for urgency, tone, and subject matter
- Assign tickets intelligently and flag overdue responses
- Provide team members with summaries of past conversations instantly
- Ensure consistency by suggesting appropriate, policy-compliant responses
- Automatically escalate issues based on pre-set rules
- Eventually, automate responses entirely for common inquiries
This isn’t just futuristic thinking—it’s available now. The tech exists. The only question is whether businesses are ready to adopt it.
AI Isn’t Replacing Customer Service—It’s Elevating It
I’ve talked about this before: as a customer, I want AI to help me get better service. That means:
- Timely responses
- Correct information
- Consistency no matter who on the team I speak to
Too often, companies treat customer service as a cost center. But with AI, it can become a differentiator. Something that makes your company easier to work with, more responsive, and more trustworthy. That leads to better retention, more referrals, and real growth.
A Hidden Marketing Goldmine
But here’s where it gets even more interesting—especially from a marketing perspective.
Every customer service interaction is a data point. When AI is involved, it can capture, organize, and learn from those data points—at both the micro and macro level. That means:
- Patterns in customer behavior and pain points over time
- Identify common objections or service gaps
- Understand customer sentiment and track how it changes over the lifecycle
- Build smarter personas based on real-world interaction data
The more data I have as a marketer, the better I can segment audiences, refine messaging, and deploy strategies that actually move the needle. In short: data-rich customer service is fuel for high-ROI marketing.
When AI is working on both sides—customer experience and marketing—you don’t just improve operations. You create a feedback loop that makes your entire business smarter.
Ready to Bring AI Into Your Customer Experience?
If you’re curious about how AI can elevate your customer service—or any part of your marketing and operations—I’d love to have that conversation. Let’s explore what’s possible together.
👉 Schedule a meeting with me here and let’s talk strategy.
